Dreams Reviews 

I purchased a mattress from Dreams, and after a few days of use we decided to exchange it because it felt completely different from the one we tried in the showroom. The Dreams team responded quickly to my request, and on 17 July 2026 I attempted to make the payment for the exchange. The online payment was rejected, and staff advised me that the system was undergoing an upgrade, so the payment would need to be taken over the phone.

The following day, I received a call from Dreams informing me that, as a gesture of goodwill, they had removed the delivery fee and reduced the price because the mattress I selected had dropped in cost. I then made the payment of £700.

Since making the payment, I have not received any response to my emails. I have emailed daily, attempted to call customer services, and repeatedly reached only an answering machine. After waiting over 40 minutes, the call disconnects. I have also emailed both customer services and the CEO, but I still have not received any reply. The store staff are brilliant as were the delivery staff but when you try to exchange its a nightmare.

Gentleman was professional and went above and beyond to get me the best deal on my tempur luxe mattress

Excellent delivery

I wasn't delivered the pillows that were due to be delivered with the mattress, so I had to go to my local store to get them, then when I was due a £70 refund, they still haven't refunded me after 1 month, then after 1 hour and 30 minutes on hold they STILL don't answer your queries. I've had a terrible experience with them and do not recommend them

I purchased a mattress with dreams in Clapham and was served by Hanaan, I am very pleased with her service, answered all my queries and took me step by step to choose the right mattress for me . She was professional and very helpful and pleased that I came to them.

I have never been negleted by a customer as much as I have by Dreams. My girlfriend and I moved into our first home last week. We ordered a Mattress on the 26th June and selected for the Matress to be delivered on the day we arrive into the new house which is the 25th July (4 weeks from order date).

On the evening of the 24th July we get an email to say the Mattress is no longer being delivered! No alternative solution, no timescales, just that we will not get it on the day we arranged it for! We have moved into an unfurnished house so have nowhere to sleep! After spending almost an hour on hold and speaking to their customer service team, the Mattress was re-arranged for delivery on the 28th July.

This was not ideal as we have to sleep on the floor for a few days but it is the best they could do. After we got off the call we get another email almost immediately from them saying they can no longer deliver the bed on the 28th July and it has now been moved to the 29th July.

On the evening of the 28th July we again get an email saying that the bed will not be devlivered on the 29th! Again, no timescales, no alternative solutions. To make things worse, this morning I received an email saying the bed will now be delivered on 13th August...

The stress this is causing my Girlfriend and I cannot be explained. We are in the middle of moving, up at 6am for work every morning, and have nowhere to sleep. We also have family visiting from Scotland next week, with no beds for anyone to sleep on!

This company has fully neglected us on multiple occassions as a customer and we will be proceeding with legal action via The Furniture & Home Improvement Ombudsman.

Disgusting how a business can take your money and cause so much mental and physical harm to a person without any repercussions.

I expect this to be resolved withint 24 hours.

It was great, Tom was a legend. He offered us beverages which was greatly appreciated. His service was outstanding as he helped me find a perfect mattress. His humour made the experience delightful. The professionalism was on point.

We recently had a fantastic experience buying our new mattress from Dreams.

With so much choice available, choosing the right mattress can feel quite overwhelming, but Jessica made the whole experience easy and enjoyable. She was incredibly patient, knowledgeable and genuinely listened to what we were looking for. We never felt rushed or pressured, and her friendly advice gave us the confidence that we were making the right choice.

A huge thank you to Jessica for being so lovely, patient and helpful throughout. She really went above and beyond to make what could have been a daunting experience feel simple and enjoyable. We left feeling really happy with our choice and couldn’t be more grateful for the help. Thank you, Jessica!

Bought bed from Waterlooville store. Very good customer service from Hannah and Robin. After second visit bought bed.

I wrote a review at the request of Dreams and they replied "Your review did not meet our guideline" obviously an automated reply and requesting I give it another go!!!!. The writing of the review for their site entered you into a prize draw, I think this is incetivising reviews??? This was my review. My honest feelings on my experience and the product I bought.
"This is the best matress I have slept on...EVER! I have hip & back pain that used to make mornings very painful. Not anymore!. I sleep on my side & back, I am menopausal with arthritis. This matress feels how I imagine a cloud would feel, my whole body is supported and I don't overheat anymore. My partner is a turner and movement used to wake me, I don't feel him move anymore. I delayed leaving a review because sometimes a new matress feels great for the first month or so then issues arrise. This is ticking all of my needs every night. I feel so much better on mornings with no pain or stiffness. Excellent product. Worth every penny. The staff in dreams listened to my issues and advised on this type, people say a firm matress is best but I know it is not for me, they were considerate and listened, then he recommended this matress and it has literally changed my life daily for the better. Thankyou."
Sadly because of their email and them wanting to "tailor" "cherry pick" their feed back I have marked them down on this review, the matress is great and the in store staff were too, but corporate interference with customer reviews is not acceptable in my book. HONEST feedback is what customers want. Not corporately tailored responses. I actually will no longer recommend Dreams, every review good or bad should be published exactly as they are written.
You've lost a customer and the family & friends of that customer. Silly, silly,silly!

I recently visited the Dreams store in Guildford and received outstanding service from Adiqa.

From the moment we arrived, she supported us through every decision without ever making us feel rushed. She took the time to explain everything in detail, answered all of our questions, and nothing was ever too much trouble.

We changed our minds several times throughout the process, but Adiqa remained patient, understanding, and helpful. She even offered us drinks and suggested we move our car around the back of the store so we wouldn't have to worry about parking or rushing our decision. It was a thoughtful touch that made the whole experience much more relaxed.

Overall, it was an unbelievable customer service experience. Adiqa went above and beyond, and her friendly, professional approach made buying our bed genuinely enjoyable. She's a real credit to the Dreams team, and I wouldn't hesitate to recommend both her and the Guildford store.

Just where do I start?

A few years ago, I purchased a mattress from Dreams. Despite rotating it as instructed and taking good care of it, the bottom edge has completely collapsed, and one of the side walls has also failed.

Thankfully, I took out the insurance. However, what should have been a straightforward warranty claim turned into weeks of frustration, countless emails, and two separate inspections before Dreams finally agreed that the mattress was faulty and approved a replacement.

Here’s the frustrating part: Dreams has now discontinued the mattress in my size. After reading reviews online, I’ve discovered that I’m far from the only customer to have experienced this exact issue. It appears others have suffered the same faults with this mattress.

To be fair, Dreams has offered me the opportunity to choose a replacement mattress, including an upgrade, and I do appreciate that. However, offering £340 towards an upgrade does not, in my view, fairly compensate for the time, stress, inconvenience, and effort I’ve had to invest just to reach a resolution. I now also have to take more time out of my day to visit a store and choose a new mattress because of a fault that was never my responsibility.

I’ve submitted a counteroffer and genuinely hope Dreams does the right thing. In my opinion, the mattress should have been replaced from the outset, particularly if they were already aware that this supplier had experienced similar issues. Customers shouldn’t have to fight for months to receive the outcome they were entitled to in the first place.

I’ll update everyone once I know how Dreams responds.

The Customer Service I received from Claire in store was excellent. Claire explained all the options with mattress choice right through to choosing a delivery day. Glad to see great face to face Customer Service from someone who obviously knows their job and wants to help people choose the right bed. Thank you Claire 😊

Went into store in Weston super Mare friendly staff but ordered online as it was easier to to it at home to arrange delivery arrived at the agreed time absolutely first class service.

Dinesh knew exactly what we need and all his recommendations were so on point! We made the decision I know I won’t regret in 15 mins!!! Love the shopping experience here with Dinesh!!

Great expert, knowledge, and efficient service from Dinesh he is an expert who knows what the customer wants really impressed t

Excellent service from Kerryn who is passionate and very knowledgeable. She understands customer service!

Friendly staff, great product knowledge and overall great customer service, which makes a refreshing change these days. Would highly recommend.

Brilliant and easy, very friendly, not pushy and answered all our questions. The bed analysis machine was also a lovely touch for confirmation. Megan really helped us all the way though.

I had an amazing experience from start to finish. The staff were incredibly friendly, patient, and took the time to listen to everything I needed. Hanan explained the different mattress options without any pressure and answered all of my questions clearly.

I was able to try a variety of mattresses, which really helped me find the one that suited me perfectly. Their knowledge, professionalism, and genuine willingness to help made the whole experience enjoyable and stress-free.

I would highly recommend them to anyone looking for great customer service and expert advice when choosing a mattress. Thank you for making the process so easy!